Troubleshooting Common Issues
Fixes for the handful of things that trip up most new users.
A template isn’t reflecting a brand kit update
Refresh the page or re-open the template — kit changes apply on load, so a template left open in another tab from before your edit won’t update until it’s reloaded.
An export is stuck or failing
Usually caused by an oversized photo or an unstable connection mid-upload — try a smaller file or switching networks, then export again.
Photos won’t upload
Check that the file is under 25MB and in a supported format (JPG, PNG, or HEIC) — very large RAW or unedited camera files are the most common cause.
Trouble logging in or verifying
Use "Resend verification" from the login screen if your original email expired, and check spam before requesting a new one.
Still stuck?
Reach out through our Help Center or contact support directly — most account issues are resolved same-day.
Before contacting support, try reloading the page once — it resolves a surprising share of "my kit isn’t applying" reports on its own.
Still need help?We’re here for you.
Can’t find what you’re looking for? Our Help Center has more answers or reach out to our support team.